International Journal of Scientific Research in Computer Science, Engineering and Information Technology

© 2019 IJSRCSEIT | Volume 5 | Issue 2 | ISSN : 2456-3307

DOI : https://doi.org/10.32628/CSEIT11952246
Smart Hotel Using Intelligent Chatbot : A Review
Shubham Parmar1, Megha Meshram1, Parth Parmar1, Meet Patel1, Payal Desai2
1Department of Department of Computer Science and Engineering, Parul University, Vadodara, Gujarat, India
2 Assistant Professor, Department of Computer Science and Engineering, Parul University, Vadodara, India

ABSTRACT

A chatbot is a conversation agent where a computer program is made to simulate an intelligent conversation. It
can use user inputs in several formats such as text, voice. For such different open source platforms can be found.
A Chatbot plays an important role in human-machine interaction. A Chatbot has three modules: the user
interface, an interpreter, and a knowledge base. It is a program that tries to simulate the typed text in such a
manner that human feels like it's talking to another human, not a machine. There are many chatbots that are
on the internet for different purpose like education, customer service, entertainment.
Keywords : Intelligent Chatbot, Natural Language Understanding, Natural Language Generation, NLP, WIT,
API, LUIS

I. INTRODUCTION building an intelligent chatbot when one chooses to

use machine learning to build their own NLP.
A Chabot is called intelligent when it is aware of the
requirements of the user. Its intelligence is what
provides the Chabot the ability to handle any
scenario of a conversation.

For example, a Chatbot is helping a user book a room

in a hotel. The user is then asked to provide a date for
which the room is to be booked. It is all good until
the question ‘Is there any premium rooms available?’
is asked by the user. An intelligent chatbot will then
understand this and give a convincing answer.
A chatbot is created to attend to the user requests. A
chatbot is recognized by its ability to understand and
process natural language. When using natural
language processing, the answer is found by
deconstructing content provided into intents, entities,
agents, actions, and contexts. With NLP platforms
like WIT, API, and LUIS can be leveraged to make an
intelligent chatbot. A model is to be decided before
Fig 1
II. METHODS AND MATERIAL
A. NATURAL LANGUAGE PROCESSING(NLP)
The field that focuses on easy communication
between humans and machines is called Natural
Language Processing.
NLP is a way for machines to analyze, understand
and derive some meaning from human language in an
intelligent and useful manner. NLU or Natural

CSEIT11952246 | Received : 15 March 2019 | Accepted : 30 March 2019 | March-April -2019 [ 5 (2) : 823-829 ]
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Language Understanding is a part of NLP and is used
to manage unstructured data/inputs and convert
them into a structured form that a machine can
understand and act upon.
NLG or Natural Language Generation is the process
of computer converting its machine code into a more
human understandable language. NLG processes
structured data gives the output in a text format.
Fig2
B. METHODOLOGY
Natural Language Understanding (NLU)
involves the following tasks –
• Plotting the user inputs in a useful manner.
• Recognition of different features of the language.
Natural Language Generation (NLG)
The process of making a machine-generated output
into natural language. It involves –
• Text planning − It includes salvaging the related
content from the database
• Sentence planning – In this steps machine
decides the right words, phrases, attitude of the
sentence and makes it into a meaning text.
• Text Realization – Finally making the sentence
plan into an actual sentence structure
Natural Language Processing (NLP) is a way of
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recognition texts by computerized means. NLP
includes the gathering of knowledge on how human
beings understand and use different language. This is
done to make the correct tools and techniques that
make the machine understand and change the
natural language to be able to do different tasks. This
paper reviews the literature on NLP. It also covers or
gives a clue about the history of NLP. It is based on
documents analysis. This research paper will be
beneficial to those who wish to study and learn about
NLP.
C. CUSTOMER SATISFACTION
Customer satisfaction is the key driver for any
representation to sustain in current competitive.
Service providers need to know their customers and
design their services in such a way that more possible
satisfaction is attained by the customer. The objective
of the present study is to measure customer
satisfaction in the hotels of the Kashmir valley. The
study will also provide different suggestions to the
users so as to make their services more efficient and
effective. For conducting the survey a well-organized
Questionnaire is used to collect primary data from
the respondents. The sample size for the research is
150 Sample variance and confidence methods are
used for Determining sample size. Simple random
sampling procedure has been adopted by the
researcher to collect the data. On the basis of results,
40 % of the respondents are better satisfied with the
safety and security of the hotel while 20 % are not
satisfied with the location of the hotel. With every
attribute the level of satisfaction changes, therefore
making it clear that users rate their satisfaction
differently with every single attribute
• Users Loyalty
• Customer Loyalty Scale
• Service attribute
• Service Quality Scale
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Measuring user’s satisfaction in the hotel industry is
important in order to: and services offered; supervise
the operations of the enterprise as a system Guests'
loyalty represents a homogeneous cluster which can
be accentuation using behavioral and attitudinal.
The result through the observations showed that the
customers are very much sensitive towards the
various service segments and thus it is very much
needed from the service provider’s end know guests'
opinions. Each guest has various expectations about
hospitality services, thus it is important to
their impressions not only by aggregated statistics but
also particular ;determine the expectations, the
requirements and the requests of users, overcome the
gaps between customers' expectation that they should
draft and present and their services in such a manner
that maximum users satisfaction is attainted and a
strong users base is attained. The service providers
thus need to augment their services in such a way
that they meet the expectations of the users at desired
levels. The service providers need to improve their
services from time to time to meet the changing
global scenario. The managers should make a
provision for customized services which should be
users centric and should focus on the complaint.
D. SELF ORDERING SYSTEM OF RESTAURANTS
This paper proposes a novel menu display and order
system based on personal devices that consider
customer information when personalized menus are
presented. We implemented the five necessary
components: NFC tags, Smartphone applications for
the restaurant staff and the customers, a web
application for the restaurant staff, and a database.
This application requires the following abilities:
Reading NFC tags; Updating user information;
Displaying menus; Placing orders.
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E. NLG-TECHNOLOGY THAT GIVES MACHINE
VOICE
NLG platform is a machine process that can generate
natural language text and speech from pre-defined
data. NLG software has the ability to mine large
quantities of data, identify patterns and share that
information in a way that is easy for humans to
analyze and understand. With NLG tools, data
analysts can spend 80% of their time analyzing data
rather than 80% of their time preparing and sorting
data. NLG tools will reduce the number of people
know required to generate and analyze data.
NLG simply means creating text from computer data.
It acts as a transcriber and converts the computerized
data into natural language representation. In this, a
result or text is generated on the basis of collected
data and input given by the user. It is the natural
language processing task of generating natural
language from a computer representation system.
Natural Language Generation in a way acts opposite
to Natural language understanding. In natural
language understanding the machine needs to
disambiguate the input sentence to create the
machine representation language, whereas in Natural
Language Generation the system needs to make
decisions about how to put a concept into words.
The process to create text can be as simple as keeping
a list of readymade text that is copied and pasted.
Consequences can either be satisfactory in simple
applications such as horoscope computer or
generators of personalized business letters. But in a
sophisticated NLG system, it needs to include levels
of arrangement and merging of information generates
text that looks natural and does not become repetitive.
Example of a simple NLG system is the Pollen
Forecast for Scotland system that could essentially be
a template. NLG system takes as input six numbers,
which imagine the pollen levels in different parts of
Scotland. From these numbers, a short textual
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summary of pollen levels is created by the system as
its output.
F. CHATBOT CONCIERGE
Chatbot Concierge is real-time direct booking
support for forward-thinking hotels. Book more
rooms in a hotel. Help your customers make
reservations while they’re on your site with live and
automated chatbots. The unique promise of
combining live and automated chat is that it gives
real-time direct sales opportunities while a user is on
your website. Chatbots deliver a customized
experience for a guest's entire booking journey: from
prompting an inquiry to checking availability, to
upselling and assisting with the booking.
1. Artificial Intelligent
2. NLP, NLU & NLG
3. Deep learning
4. Machine learning
Chatbots are reconsidered the way companies
interact with customers, with employees, and with
things. chatbots can yield clear benefits: cost-
effective users service, faster response times, and
easier business transactions. Chatbots also bring
pitfalls: costly lawsuits, fines for violating laws or
regulations and spoil to the brand. Chatbot Concierge
is real-time direct booking support for forward-
thinking hotels room. Book more rooms. Help your
customers make reservations while they’re on your
site with live and automated chat (chatbots). The
unique promise of combining live and automated
chat is that it offers real-time direct sales
opportunities while people are on your website.
G. SMART RESTAURANT
The smart restaurant is a concept where the
restaurant work is handled by the use of state of the
art technology available to everyone from reservation
to ordering and storing users response and records.
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The traditional restaurant system working is replaced
by the use of smartphones, tablets or graphical user
interface interactive touch screens. guests will order
their meal through tablets so that the order is directly
rooted in the kitchen via a central server. Also,
customer's records are permanently maintained in
the central server which can be used later for
advertising, accounts and sales purposes. The smart
restaurant decreases the staff employed for
hospitality services thus increasing the profit margins.
The kitchen will have an interface where orders will
be served according to the customer (first come first
serve). The guests will order from an android app
installed on a tablet either from the hotel or their
home. An application on android will also help users
to know more about the restaurant and its services
and will facilitate online ordering and prior
reservation of the table. The traditional system of
restaurant working is encountering a lot of day to day
problems with most of the operations done by hand,
waiters rushing around with hardbound menus, data
and information maintenance inability increasing the
system inefficiency and probability of error. This
system consists of a simple module to communicate
between the customer and kitchen which divided
into 3 stages. This whole thing is done over the
restaurants own WiFi where all these 3 stages except
the home delivery or booking service which can be
done from anywhere with a proper internet
connection take place. The restaurant 3 stage module
for ordering is as follows :
1. Customer Module: With the help of this module
the customer can order the meal. This module
contains the details of the food to be ordered which
includes the price of the menu, ingredients and a
visual display of the food items and today’s special
(can be changed by admin). Any personalization
required by the customer in the food item can easily
be implemented under this module. This will run on
a PDA and application to be run on it is made in
Eclipse.
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2. Server Module: Server models is a web-based
module which is managed by the admin (restaurant
manager) for managing the database and controlling
the entire system. Here the entire details of the item
ordered by the customer, time of ordering, bill
amount, bill status etc. are maintained. Also, the
admin can anytime add and create menus (e.g.
Today’s Special), their prices and advertise specific
food item including special discount and combo
offers etc. Server Module is applying in XAMPP
server where database management is done in
MySQL and programming is done using java server
pages.
3. Kitchen Module: This module is a GUI that the
chefs or kitchen staff will use to see what the
customers’ orders are. It will be on first come first
get.This can also be used to notify the customer as
well. The era where a majority of interactions is
being automated completely given that conversation
AI/ intelligent chatbots are playing a crucial role in
almost every industry. With chatbots becoming the
mains strems, many industries are using them as they
offer greater and less intrusive opportunities when it
becomes to customers engagement Designed to
communicate in a meaningful manner with guests,
chatbots can be integrated with any interface
(Facebook, Slack or Telegram to name a few). With
chatbots, your guests no longer need to make a call to
reserve a table, wait for staff to attend to them or
wait in line for tables to free up. Restaurants don’t
need to have an great service executive for the guests
either. For millennials, the generation that actively
prefers not speaking with others, they can be the
perfect fit as they are the ones who, apart from food,
also expect a digital experience. Across many
industries, capturing and retaining customer interest
and business through AI-powered technologies has
now become a priority. An estimated 2 billion
messages have been sent by 60 million business on
Facebook chatbot alone on a monthly basis. This
seems that there is a huge opportunity for chatbot in
restaurants when it comes to enhancing customer
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engagement. However, be it ordering food, making a
reservation or even getting recommendations, it is
impossible for service staff to meet everyone’s
standards consistently which can result in a negative
brand image for the restaurant. With chatbots, your
users no longer need to make a call to reserve a table,
wait for staff to attend to them or wait in line for
tables to free up.
III. RESULTS AND DISCUSSION
IMPLEMENTATION CUSTOMIZABLE ONLINE
FOOD ORDERING SYSTEM USING WEB-BASED
APPLICATION
It is presented that a web-based application will be
used for booking tables, ordering and pre-ordering
foods in a restaurant making the overall process
easier and less error-prone. we are using smartphones
or tablet to give necessary interfaces for the customer
to view and order menu. With private login machine,
guests can view and make an order and receive
updates in real-time and collect receipts right from
the smartphone itself. This machine is convenient,
effective and easy so that it improves the
performance of the restaurant's staff. Thus, making
the restaurant business more effective and dinning
more immersive. Typically, in a restaurant food order
process involves different steps for ordering the food
where firstly customer starting from browsing the
paper-based menu and then inform the waiter for
ordering items. basically, the process requires that the
customer has to be seated before starting. A different
method for the guests is “Food Preorder System using
Web-Based Application” in which guests can be able
to create the order before they approach the
restaurant. A customer using a Smartphone. When
the guests come to the restaurant, the saved order can
be confirmed by touching the Smartphone. The list of
selected pre-ordered items will be shown on the
kitchen, and when confirmed, order slip shall be
printed for further order processing. The solution
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gives an easy and appropriate way to select pre-order
transaction form customers. The system
customizable online food ordering system using web-
based application includes the three main areas of
restaurant: The Server, the Kitchen, and the Cashier
counter. this system is built using the following
components is the web application is used to make
orders from smartphones. The restaurant owners
System will keep track of customer records and also
customize the menu using the server application. The
database is used for restaurant-owner to store
updated menu information and order details.
There are three main areas of the restaurant are
connected using wireless technology.
AI in restaurants takes customer service to the next
level AI in restaurants is enhancing and changing the
entire food service experience, not only for customers
but also in the back-office calculations of food service
establishments. Food service establishments of all
types ranging from delivery to fast casual to sit-down
dining are turning to AI and cognitive technologies
to improve process flows and guests experience. AI-
enabled chatbots can do a different of things, like
help control reservations, respond to guests inquiries
and customize guests orders, freeing up staff to spend
time with the users currently at the store. Domino's
famously experimented with giving guests the ability
to text a pizza emoji to order a pizza as a way to not
only increase overall sales but to also provide a
particular users experience. Many establishments,
such as Domino's, Pizza Hut and Starbucks, now offer
voice ordering assistants that utilize natural language
processing to interpret and place orders. They work
by acknowledging the format of a guests dining
choices and pairing that information with the
customer's location to suggest other restaurants that
the user may be interested in. for example, knowing
that Monday is always take-out night – this form of
AI in restaurants can really become powerful. AI
tools can use predictive analytics to help forecast
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visitor traffic, food orders and inventory
of requirements, as well as revenues and costs By
teaching machine learning-enabled machine what a
typical work week seems like and how many workers
are needed at certain times of the day or week, these
systems then learn to schedule staff accordingly, take
into account scheduled time off and make sure the
restaurant is properly staffed during busy and slow
times. As less wage has steadily increased in many
areas of the country, restaurants are looking to save
costs however they will. It's becoming more common
to see AI robots in the kitchen. Robots help with
consistency in both food preparation and cooking,
can help speed up the time it takes to get food to
customers and are decreasing training costs, as
turnover rates are not an issue with robots. also to
assisting the hostess with tasks such as reservation
management, robots are also interacting with
customers tableside. Smart bots are able to provide
meal recommendations to guests, take orders and
even process payments once the diners have
completed their food. With slim profit margins and
high staff turnover, restaurants are getting creative to
more profit and efficiency.
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Language Processing", This review is one of five
https://doi.org/10.32628/CSEIT11952246
reviews that were based on the MINDS
Journal URL : http://ijsrcseit.com/CSEIT11952246
workshops.
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Annual Report of Information Science and

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